Question 1

How long does shipping take?

Accepted Answer

We offer two main shipping speeds via DHL:
DHL Free Shipping: 3 - 8 Business Days.
DHL Express Shipping: 2 - 5 Business Days. Please allow 1-3 business days for order processing.

Question 2

Can I track my order?

Accepted Answer

Absolutely. Once your order is dispatched, you will receive an email with a DHL tracking number. You can monitor your package's journey directly on our website or via the DHL portal.

Question 3

Will I have to pay customs duties or VAT?

Accepted Answer

For orders within the UK, we strive to ensure a smooth delivery process. Most of our shipments are sent via "Delivered Duty Paid" (DDP) or fall under thresholds that avoid extra charges. However, any local import duties or taxes remain the responsibility of the customer.

Question 4

What is your return policy?

Accepted Answer

We offer a 14-day return window from the date of delivery. Items must be unused, in their original packaging, and in the same condition as received. To start a return, please contact shopurbanoracle@gmail.com.

Question 5

Which payment methods do you accept?

Accepted Answer

We accept all major credit and debit cards, including Visa, Mastercard, and American Express (AMEX). All transactions are secure and encrypted.

Question 6

Can I cancel or change my order?

Accepted Answer

To ensure fast delivery, we process orders quickly. If you need to make a change, please contact us within 12 hours of placing your order. Once the order has been processed by our warehouse, we cannot make further changes.

FAQ

Frequently asked questions